[June 13, 2006] Intelligent Finance Chooses the IEX® Workforce Management System Tweet Leading global supplier of workforce management and optimization technology for contact centers, IEX Corporation, a Tekelec company (Nasdaq: TKLC), today announced Intelligent Finance, a division of home-lending giant HBOS plc, has selected its TotalView® Workforce Management system. In addition to the TotalView Central package, Intelligent Finance selected key features designed to improve operating efficiency, empower agents and enable seamless integration with other critical systems: Adherence Suite, Multiskill, WebStation, Vacation and Holiday Planner and ODBC. "TotalView is the system of choice for our parent company, HBOS. Our division, however, had forecasting, scheduling and intraday management tools in place that did not meet the requirements for our fast moving business." said Iain Harnett, head of operations at Intelligent Finance. "Implementing TotalView gives us additional flexibility and control to enable us to improve the efficiency and effectiveness of our telephony systems and colleagues. TotalView has been well received by colleagues in the business, which has improved morale and belief in the changes being introduced." Intelligent Finance offers the United Kingdom a wide range of direct banking products such as mortgage services, individual savings accounts, personal loans, credit cards and insurance. The TotalView Adherence Suite and Multiskill features will help Intelligent Finance improve the efficiency and effectiveness of its workforce schedules. The Adherence Suite offers Intelligent Finance visibility into real-time and historical performance data – allowing supervisors to easily monitor and analyze agent activity. The Adherence Suite will help Intelligent Finance improve planning, boost productivity, lower costs and increase customer satisfaction. The Multiskill feature will help Intelligent Finance ensure the right agent, with the right skills, is on the other end of the line when a customer calls. It will also help Intelligent Finance assess how changes in the contact arrival pattern, agent skills and routing rules will impact staffing requirements. The TotalView Vacation and Holiday Planner and WebStation will help Intelligent Finance empower its agent workforce by offering key self-service capabilities. The Vacation and Holiday Planner streamlines the entire time off management process, from selection to approval. With the Vacation and Holiday Planner, Intelligent Finance will save administrative time while ensuring objective, rules-based approvals. The feature improves agent morale by giving agents more control over their scheduled time off. The WebStation feature gives agents and supervisors Web-based access to schedules and performance information. This feature gives agents more control over their schedules while improving communication with their supervisors. With IEX TotalView SmartSync technology and the open database connectivity (ODBC), Intelligent Finance will be able to seamlessly interconnect TotalView to other critical systems such as payroll, human resources, ACDs, eLearning, quality monitoring, performance management, etc. More About IEX IEX Corporation, a Tekelec company, is a leading provider of workforce management and optimization technology for contact centers. IEX has a strong market presence worldwide in over 45 countries, with more than 840,000 agents in over 2,900 sites. Founded in 1988, the company delivers award-winning products and services that help customers improve planning, enhance performance, streamline tasks and integrate data. IEX has been recognized as the 2005 Growth Strategy Leader by Frost & Sullivan and has been named the 2006 Workforce Optimization Service Leader by CRM Magazine. The company has several strategic partnerships with global contact center solution providers that enhance the value of its flagship product, the TotalView Workforce Management system. IEX is based in Richardson, Texas. For more information, visit http://www.iex.com. More About Intelligent Finance A division of home-mortgage lending king HBOS plc, Intelligent Finance offers the United Kingdom a range of direct banking products such as mortgage services, individual savings accounts, personal loans, credit cards, and insurance (accident, sickness, and unemployment). The bank offers its products through a unique service called offsetting, in which the customer's checking or savings balance amount "offsets" the amount of interest he or she pays on a mortgage. Owning assets of 15.5 billion pounds Sterling, Intelligent Finance was originally launched in 2000 as the Greenfield Company. For more information, visit http://www.if.com. [ Back To TMCnet.com's Homepage ]